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Analyst - Workforce Management

Date: Jan 8, 2019

Location: Mason, OH, US, 45040

Company: Luxottica Group

Requisition ID: 90397 
Position:Full-Time

 

Luxottica is a global leader in the design, manufacture and distribution of fashion, luxury and sports eyewear. Our wholesale network covers more than 150 countries and our retail presence consists of over 7,200 retail stores across the globe.

In North America, our wholesale business is the home to global brands like Ray-Ban, Oakley, and many of the top fashion house brands. Our leading retail brands include; LensCrafters, Sunglass Hut, Pearle Vision, Target Optical and Sears Optical. We are also home to EyeMed, the fastest growing vision care company in the United States.

Supporting over 4,500 retail stores in North America, a career in our retail headquarters allows us to stay in touch with the end customer and use their ever-changing behaviors and preferences to shape our offerings of the best eyewear and services.

 

GENERAL FUNCTION

The Workforce Optimization Analyst creates, implements, and maintains staffing plans to support forecasted volume and service level targets for Luxottica’s North American contact center. The person in this role is accountable to complete weekly forecasts and staff schedules to support that forecast, conduct routine analyses to assess forecast & staffing accuracy, scheduling gaps and staff utilization and provide recommendations to WFO leadership focused on forecast variances, staffing gaps, etc. The WFO Analyst is accountable to understand the historical trending of the assigned lines of business and to maintain a solid understanding of factors influencing those trends. To successfully meet these requirements the person in this role must be comfortable with data analysis & contact center tools and software, having the ability to assimilate data from a variety of sources to prepare & present results & recommendations to WFO and Operations leadership.

 

MAJOR DUTIES AND RESPONSIBILITIES

  • Forecasts demand, performs staffing analysis and optimizes schedules.
  • Creates and distributes forecast-driven work schedules for assigned lines of business.
  • Manages and maintains PTO tracking/data for various functional areas.
  • Administers/Assists with maintenance of user profiles in various data repositories.
  • Satisfies ad hoc analysis requests to support current call center activities.
  • Provides call center hardware and software troubleshooting and support as needed.
  • Ensures continuous improvement of call center/workforce management processes through timely problem identification, effective resolution, and process enhancement.
  • Provides daily debrief on prior days results to include analysis on drivers of variances to plan, actions taken to mitigate risk and recommended future action if needed.

 

BASIC QUALIFICATIONS

  • Bachelor’s degree or equivalent experience
  • 2+ years analytical & call center workforce management experience
  • Working knowledge of data analysis and manipulation tools - Microsoft Excel (pivot tables, v-lookups, etc.)
  • Understanding of call routing tools and related software (i.e. Interactive Intelligence, Remedy)
  • Excellent written and oral communication skills
  • Excellent critical thinking and analytical skills, extensive data entry, and an understanding of Call Center operations, customer service, and staffing models
  • Strong organization skills with attention to detail and accuracy
  • Flexible and be willing to work extended business hours when needed to satisfy business deadlines - available to provide after – hours support when necessary
  • Ability to work independently in fast paced, time critical environment
  • Demonstrated ability to respond accurately and confidently when presented with ad hoc inquiries about current state of operation

 

PREFERRED QUALIFICATIONS

  • Bachelor’s degree in mathematics, statistics or analysis
  • Prior experience with Interaction Optimizer and Interaction Business Manager
  • 3-5 years experience operating within a WFO capacity in a large contact center

 

Upon request and consistent with applicable laws, Luxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation, please contact Talent Luxottica at  877-589-8253 (513-765-2256 outside of US) or email TalentLuxottica@luxotticaretail.com

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity or expression, citizenship, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law.

 

Call Center & Customer Service  


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